Tandem Health
Technical Customer Support Lead - Stockholm or London
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Technical Customer Support Lead - Stockholm or London
Build Something Monumental for Healthcare!
At Tandem Health, we’re pioneering Healthcare by placing clinicians at the centre of everything. Our platform, developed by clinicians for clinicians, leverages deep insight into real-world pain points. With intuitive workflows and notes, we enable care that is both empowered and sustainable.
We’re a fast-scaling health-tech innovator with strong investor backing and global ambitions. Swift progress, curiosity, and a belief in building meaningful technology define who we are. If you thrive on making an impact through innovation, Tandem’s waiting to meet you!
Technical Customer Support Lead
About The Role
As we grow, Tandem Health seeks to transform clinician support into a seamless, AI-powered, and highly automated experience.
Your responsibility:
- Drive automation to deliver technical support that blends efficiency with high-touch human engagement.
- Own and refine our Intercom platform, enhancing triage, automation, documentation, routing, and escalation.
- Empower clinicians to receive fast, high-quality support, freeing up time for core patient care and reducing burdens on engineering and operations teams.
This role is based in Stockholm (preference) or London, requiring strong Swedish and English to support Swedish clinicians and international markets (UK included).
Responsibilities
- Build an AI-first support line for clinicians, using Intercom and tools to automate responses and workflows.
- Optimise Intercom, including workflows, bots, macros, tagging, routing, and reporting.
- Design clear triage and escalation protocols to prioritise issues accurately.
- Identify recurring support challenges, converting them into automation, help centre content, or product feedback.
- Collaborate with Product & Engineering and Medical Operations to reduce manual support workloads.
- Develop, maintain, and update support documentation, internal guides, clinician-facing materials, and troubleshooting tools.
- Decide whether to navigate an issue via automation, human intervention, or escalation—balancing efficiency with integrity.
- Analyse support performance metrics (response times, resolution rates, automation effectiveness, escalation trends, clinician satisfaction).
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Requirements
Essential Skills
- Experience in technical customer support, support operations, clinical support, or similar roles.
- Strong passion for AI and automation, with enthusiasm for solving complex operational challenges.
- Hands-on experience with Intercom or comparable customer support platforms.
- Technical mindset: Ability to troubleshoot, understand product mechanics, and work effectively with engineering/product stakeholders.
- Systems thinking: Focus on breaking repetitive cycles—prioritising long-term scalability, not just quick fixes.
- Fluent written and spoken Swedish & English (critical for direct clinician Support in Swedish markets).
- Judgement skills: Discretion in deciding when to automate, include a human touch, or escalate escalate issues.
- Ability to develop workflows, documentation, playbooks, and processes from ground-up.
- Commitment to exceptional clinician experience through empathy and problem-solving.
Nice-to-Haves
- AI support automation (e.g., Intercom Fin, Zendesk AI, Ada, ChatGPT workflows).
- Healthcare/clinical operations experience, including regulated product environments.
- Knowledge of support analytics, feedback loops, bug-reporting methods, and QA processes.
- Background transitioning support from manual/reactive to structured/automated systems.
Location
Highly collaborative role based in either Stockholm (preferred) or London. Face-to-face coordination is key to our dynamic team culture.
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Application Process
Continuous selection: Submit your English-language CV via the relevant link.
Interview stages:
- Screening with Talent Acquisition
- Interview with Head of Commercial Excellence
- Interview with CEO
- Working Day: Attend Stockholm’s office to engage with the team, culture, and workflows hands-on.
Benefits
- Competitive salary & company stock options.
- 30 days/year of paid vacation.
- 5,000 SEK wellness allowance + 6,000 SEK/year for health-related initiatives.
- Extra parental leave support for new parents.
- Comprehensive private medical insurance.
- Mental health support via partnered platform Mindler.
- Pension plan.
- Social/team-building: (retreat outings, recurrent offsites, seasonal parties).
- Impact opportunity: Shape the future of healthcare. Collaborate with leaders in AI, engineering, and medicine.
Benefits reviewed quarterly; updates announced via team channels.
Culture at Tandem
A fast-moving, fearless team. We thrive on innovation, high achievement, and trusted growth.
- Own your progress by taking initiative and rigorously aiming high. Every teammate is starting with five-leadership potential by day one.
- Add smart risk-taking and environmental adaptability to our competitive edge. Even matters complex? We solve them together.
- Virtual perpetuates, but our in-person retreat days in Sweden create cultural glue.
Diversity drives brilliance. Innovators emerge from varied backgrounds; we embrace them for their perspective and potential. Potential far outweighs conventional pre-packaged skills— abilities built or honed are valued highest.
Note: Background checks mandatory for handling sensitive patient data.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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